Hull Council signs new contract to implement CRM portal

Hull City Council has entered a new partnership with Civica Digita to provide a Digital Enablement Suite to increase the efficiency of back office automation.

Hull City Council looks after over 250,000 citizens and deals with a wide range of issues, from bin collection timings to social housing requests. This means that the customer contact centre currently receives up to 80,000 calls per month and additional face-to-face enquiries. The council has invested in new technology to deliver more efficient automated services, drive innovation and improve working processes.

Civica Digital will work alongside leading Master Data Management (MDM) company, VisionWare, to provide a single view of Hull’s citizen data. By embedding MultiVue MDM as part of the solution, they will deliver significant cost and time savings, increase customer satisfaction and provide deeper insight into citizen service consumption to support Hull’s wider strategic digital transformation project.

To make interaction with the council more streamlined and simplified, Civica’s Digital360 suite of software and services will enable citizens to access their query status and transactions online in one place as well as raise issues. The new people-orientated tool will also give citizens the option to have query status updates received proactively via text message or other preferred method. Collectively, this will then free up officers’ time to help citizens on site with more in-depth enquires.

Councillor Clark, the portfolio holder for Customer Services at Hull City Council, commented: “As with all public sector organisations, we are under financial strain so we need to work smarter and use our resources more efficiently. The new solution will provide us with a state- of-the-art system which will help us to provide a more personalised citizen service while making significant cost savings. It’s a true digital investment for the future of Hull.”

Jeff Hewitt, executive director, Civica, explains: “Hull City Council is already at the forefront of deploying new technologies; however this new holistic approach to digital transformation will take this one step further. Being able to respond and pre-empt possible issues as a result of better data management and sharing will ensure that people are at the heart of all activities.”

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